About the role

Rugvista is looking for a Team Manager to lead and develop our Customer Service team, with a genuine ownership mindset and a passion for delivering outstanding customer experiences.

You will lead an international team where data, cross-functional collaboration and continuous improvement are part of how we work. The role reports to the Chief Organization & Sustainability Officer and works closely with Product, Commercial, Tech and Operations.

Why this role matters now

Rugs are considered purchases, and when customers reach out, the interaction matters. Outstanding customer service is central to who we are as a brand.

We are raising the bar on customer experience: working more structured with KPIs and data, exploring how AI tools can support our agents and free up time for what requires human judgment, and deepening collaboration across the organisation.

As Team Manager, you are responsible for your team achieving goals that contribute to outstanding customer satisfaction, while creating and maintaining an environment that promotes positive communication and encourages teamwork

What you'll do

• Lead, coach and develop an international customer service team in day-to-day operations

• Set and follow up on KPIs that drive the right behaviours and customer outcomes

• Identify and drive improvements in processes, tools and ways of working

• Contribute to implementing and evaluating AI-supported solutions that improve agent efficiency and customer experience

• Collaborate closely with other functions to bring the customer perspective into broader initiatives

• Build a team environment characterised by openness, learning and high motivation

What you bring

• Proven leadership experience in customer service, preferably in an e-commerce or digital environment

• Comfortable working towards clear targets and using KPIs to track and improve performance

• Strong communicator with the ability to build relationships with your team and cross-functional stakeholders

• Fluent in English, written and spoken; Swedish or additional languages are a plus

• Curious about how technology and AI can transform customer service work

• A valid Swedish work permit

Experience with Zendesk or similar platforms, and a genuine interest in home décor or rugs, is considered a plus.

You are a coach at heart. You bring out the best in others, set clear expectations and create structure without removing autonomy. You thrive in a changing environment and see it as an opportunity rather than an obstacle.

What we offer

• A key role with real impact on customer experience and Rugvista's growth

• The opportunity to shape how we work with customer service in a more data driven and AI-supported way

• A dynamic, international organisation with high ambitions and short decision paths

• A collaborative and value-driven culture with genuine respect for people and ideas

• A solid benefits package, including wellness allowance

• A newly developed office in Malmö, designed for collaboration and performance, including a fully equipped on-site gym

Apply

Apply with your CV together with a short note on what attracts you to the role and our customer service journey. We are reviewing candidates continuously, so please submit your application as soon as possible.

About Rugvista

Rugvista is one of Europe’s leading online rug retailers, offering a seamless digital shopping experience across +20 markets. For more than 20 years, we have built our own brand by combining design, quality and value, from accessible products to high-end handmade rugs.

We are a team of around 100 people, headquartered in Malmö with an additional office in Berlin. Listed on Nasdaq First North Premier Growth Market (RUG), our vision is to become the go-to brand for rugs in Europe.